Top ROI Drivers for Multi-Location Optometry Practices

If an optometry group is running 2–10 office locations, the ROI levers shift from just “capturing missed calls” to scaling across multiple sites. Here are the top ROI opportunities they should focus on:

Maximizing ROI for Multi-Location Optometry Groups

1. Missed Call Recovery at Scale

• Even if each office misses just 10–15 calls per day, across 5 offices that’s 50–75 missed calls daily.

• At ~$350 average revenue per exam plus optical sale, that’s $17K–$25K/month in lost revenue.

• Implementing Voice AI (like Careline) to answer every call can lead to direct ROI with almost no added staffing cost.

  
  

2. Automated Patient Recall Campaigns

• Multi-location practices often sit on tens of thousands of inactive patient records.

• Automating recalls for annual exams, glasses pickups, and benefit reminders can reactivate 15–20% of “dormant” patients.

• For 10,000 inactive patients, even 1,500 reactivations multiplied by $350 average equals $525K revenue/year.

  
  

3. Centralized Scheduling & Cross-Location Load Balancing

• Patients calling a busy office can be offered next-day availability at another nearby office.

• This approach reduces wait times and increases booking rates.

• For example, shifting just 10% of “couldn’t book” calls to another office can add hundreds of extra exams per year.

  
  

4. Bilingual Patient Engagement

• Multi-location offices often serve diverse communities (Spanish, Chinese, etc.).

• A bilingual AI receptionist increases conversion rates from outbound recalls and inbound calls where staff might not speak the language.

• This boosts patient loyalty, reduces drop-offs, and taps into underserved segments.

  
  

5. Extended Hours & 24/7 Coverage

• Calls after 6 p.m. or on weekends often go unanswered in multi-location groups.

• With AI handling nights and weekends, patients can still book into the system live.

• Capturing even 5 more bookings per week per location can lead to an extra $450K/year across 10 offices.

  
  

6. Consistent Patient Experience Across Locations

• One of the biggest challenges in scaling is inconsistent staff phone performance.

• Voice AI ensures every patient call is handled with the same professionalism and thoroughness, improving brand reputation and leading to higher retention and referrals.

  
  

7. Insurance & Benefits Utilization

• Automating calls and texts to remind patients about expiring vision benefits or FSA funds is extremely high ROI.

• These reminders typically drive $100K+ per year per office if consistently executed.

  
  

Conclusion

For a 2–10 office optometry group, the highest ROI areas are:

1. Recovering missed calls across all sites.

2. Automated recalls to re-engage thousands of dormant patients.

3. Centralized scheduling and load balancing between offices.

4. Bilingual outreach for community penetration.

5. 24/7 call coverage capturing after-hours bookings.

6. Driving FSA/insurance benefit reminders at scale.

   
   

Each of these strategies compounds across multiple offices, potentially breaking through the $1M to $5M+ revenue range with higher efficiency than simply hiring more staff.

Additional Strategies for Growth

Leveraging Technology for Enhanced Patient Experience

In today’s digital age, technology plays a crucial role in enhancing patient experience. Implementing user-friendly online booking systems can streamline appointment scheduling. Patients appreciate the convenience of booking appointments at their own pace, which can lead to increased satisfaction and retention.

Marketing Strategies to Attract New Patients

Effective marketing strategies are essential for attracting new patients. Utilizing social media platforms to engage with the community can create awareness about your services. Sharing patient testimonials and success stories can build trust and encourage potential patients to choose your practice.

Training Staff for Optimal Performance

Investing in staff training is vital for maintaining a consistent patient experience. Regular training sessions can ensure that all team members are equipped with the necessary skills to handle patient inquiries effectively. A well-trained staff can significantly enhance patient satisfaction and loyalty.

Community Engagement Initiatives

Engaging with the local community can foster goodwill and attract new patients. Hosting free vision screenings or educational workshops can position your practice as a trusted resource. Building relationships within the community can lead to referrals and increased patient volume.

Monitoring and Analyzing Performance Metrics

Regularly monitoring performance metrics is essential for identifying areas of improvement. Analyzing call data, appointment bookings, and patient feedback can provide valuable insights. This data-driven approach can help optimize operations and enhance the overall patient experience.

By focusing on these additional strategies, optometry groups can further enhance their ROI and ensure sustainable growth across multiple locations. The potential for increased revenue and improved patient satisfaction is significant when these strategies are implemented effectively.